Senior Customer Service Representative - Campinas, Brasil - Diversey, Inc.

Diversey, Inc.

Empresa verificada

Campinas, Brasil

há 3 semanas

Postado por:

Ana Silva

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Descrição

KEY RESPONSIBILITIES- Create open communication with customers and field so that any changes or impact on customer expectations are timely communicated (i.e.

shortages, price or SKU discrepancies, etc) Answer incoming calls that deal with Customers' needs and expectations As customer issues arrive, take ownership of concern(s) and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns Serve as the main point of contact for Sales Team for all issues relating to the order and distribution process Process orders timely and accurately making note of special instructions Accurate and timely reporting of Day-In-The-Life reports to ensure order to payment process is fulfilled Promote and expand company products through cross selling and up selling techniques Assist with other areas of the business as required including back up support for other team members when necessary Communicate frequently with management to provide updates of account progress, product and range development and escalation of issues or concerns Approach to make recommendations and implement improvements to existing processes Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers- The Senior Customer Service Representative is a customer facing role within Diversey and serves as the main point of contact for our internal sales team and external customers.

The ultimate goal in this role is to provide excellent customer service to both internal and external customers which requires a fine balance of customer needs and expectations with company policy and procedures.

Our Customer Service Representatives not only represent the voice of the company but also serve as a platform to educate our customers and promote the company by creating opportunities to up sell, cross sell and serve as a concierge of resources.

In addition to being a customer facing, this role works with various stakeholders including Sales, Finance and Marketing to create an overarching approach to best in class customer service.